AccountId: 011433970860
ContactId: 0fe5463b-929d-44af-a7a8-5daf3a3e2f0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285429 ms
Total Talk Time (AGENT): 127782 ms
Total Talk Time (CUSTOMER): 100890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0fe5463b-929d-44af-a7a8-5daf3a3e2f0c_20250219T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] The the
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] and I am calling from a provider's office for [PII] affiliated fan podiatry, and I just needed to get a claim status on two patients.
[AGENT][POSITIVE] [PII], it would be my pleasure to help you with that claim status. What is the callback number, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02549346.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, the date of birth is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's one and then I'm, I'm, I'm just going to spell it because I don't know, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you. I got you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Some of these names get me too, I tell you. Um.
[CUSTOMER][NEUTRAL] He
[AGENT][POSITIVE] Uh it would be my pleasure to help you with that claim status. What is the data service for one?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, it's 11:14 uh 2024.
[AGENT][NEUTRAL] Thank you. And what is the billed amount?
[CUSTOMER][NEUTRAL] Um, it looks like I have $200.
[AGENT][NEUTRAL] And you said, what was the facility name?
[CUSTOMER][NEUTRAL] It's affiliated fan podiatry.
[CUSTOMER][NEUTRAL] For Richmond?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Foot and ankle
[AGENT][NEUTRAL] Surgical?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh good. Thank you. That's exactly what I was looking for. All right.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, so we did receive that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII], I'm sorry, 1211 [PII].
[AGENT][NEUTRAL] And processed on [PII] with a payment of $157.40 to Richmond Foot and Ankle Surgical.
[CUSTOMER][NEUTRAL] It well.
[CUSTOMER][NEUTRAL] OK, and then do you guys do you have a check number or anything?
[AGENT][NEUTRAL] Yes ma'am, the check number is 201.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8640.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and then I just have one more other patient is that OK?
[AGENT][NEUTRAL] Sure. Did you want the claim number as well?
[CUSTOMER][POSITIVE] Oh yes please.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 11, no, let me try that again. I'm so sorry. 3541162.
[CUSTOMER][NEUTRAL] OK. That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go, OK.
[AGENT][POSITIVE] I think I'm gonna make another pot of coffee.
[CUSTOMER][NEUTRAL] Yeah right.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm ready for that next policy number whenever you are.
[CUSTOMER][NEUTRAL] OK, it is 023.
[CUSTOMER][NEUTRAL] 29135.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Who's
[CUSTOMER][NEUTRAL] OK, her name is [PII] and I have [PII] for her date of birth.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect and what was that data service?
[CUSTOMER][NEUTRAL] Um, 121 [PII].
[AGENT][NEUTRAL] And that bill amount is it the same?
[CUSTOMER][NEUTRAL] 175.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this claim we received on [PII].
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now this claim was denied as offices are not covered by the patient's plan.
[CUSTOMER][NEUTRAL] offices are not
[CUSTOMER][NEUTRAL] OK, well.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That claim number you want it?
[CUSTOMER][NEUTRAL] Oh yeah, the claim number, yes please.
[AGENT][NEUTRAL] Claim number is 356.
[AGENT][NEUTRAL] 322 6.
[CUSTOMER][POSITIVE] 26, well thank you so much for your help today.
[AGENT][POSITIVE] It's been such a pleasure to help you with that claim status, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you, [PII], bye bye.